Barclays - Visa transaction dispute

cw212010

Hi all,

I've an account with Barclays, normally in good standing with no issues.

In November I attempted to book tickets with an online travel agent.

At the 'book now' point having entered my info their website crashed. Subsequent attempts failed and I gave up and went elsewhere.

As far as I was concerned the transaction failed and did not process, however a week later funds left my account.

I immediately contacted them and was offered £25 of a £500 plane ticket back, despite this being caused by their website crashing.

Barclays told me to report it after 21 days which I did (New years eve) and the investigation has been going no where since (The travel agent isn't the best apparently)


Can anyone advise what steps I can take?

meer53

What are you disputing ?

cw212010

The fact that the transaction appeared to have failed on my end due to the merchants entire website crashing and thus I booked tickets elsewhere.

As I had assumed the transaction had failed (No tickets ever rec'd) I therefore disputed that it was an unauthorised transaction and goods were not received.

NoMore

You haven't really made clear what the problem is.

Did you actually end up with the ticket ?

or

Have you not received a refund of the funds ?

or

Something else ?

We can't tell from your OP.

meer53

It's always dangerous to assume anything. You should have called the travel agent straight away to confirm whether a booking was made.

There is no chargeback for a failed transaction, and it couldn't be unauthorised as you did give them your card details. Goods not received may work but if the travel agent says they didn't have any website issues then the chargeback may fail. Were they e tickets or actual tickets ?

Has the date of travel passed ?

cw212010

I notified the travel agent as soon as I noticed funds leaving my account.

The company said I was likely to get a full refund, and it was sent to their back office team. I then received an email offering me £25 back.

After this point they just became difficult and never called me back when I tried to escalate it to a manger.

These were for e-tickets for a journey taking place within the US (The travel agent is UK based)

The date of travel has passed, however the dispute was raised long before then.

As far as I am aware Barclays has written/contacted them and they have failed to respond.

agrinnall

I'm not sure what the substance of your complaint to Barclays is, are you trying to make a S75 claim?

jonesMUFCforever

I think OP is saying he tried to book tickets with agent A - the website crashed and OP ASSUMED that the transaction was cancelled so he went to agent B and rebooked.
I assume he has paid twice.

cw212010

That is correct.

I have raised a dispute as agent A is refusing to give me money back for goods not received (Money came out, website crashed but no tickets ever rec'd).

The agent is taking forever and not responding to Barclays.

This has been going on since November and as it is now March I am keen to see if there are any strings I can pull to move this along.

jonesMUFCforever

cw212010 wrote: »

That is correct.

I have raised a dispute as agent A is refusing to give me money back for goods not received (Money came out, website crashed but no tickets ever rec'd).

The agent is taking forever and not responding to Barclays.

This has been going on since November and as it is now March I am keen to see if there are any strings I can pull to move this along.

Formal complaint to bank and if needs be the ombudsman.

Hellzapoppin

Did you check email spam folder for booking confirmation of the flight tickets or contact the first agent before making the second booking?

The booking agent may tell Barclays that the flight was booked and available for you to utilise but you didn't check in and are therefore not entitled to a refund.